Team Leader - IT Service Desk

Our client provides business consulting, technology, engineering and outsourcing services to help clients build tomorrow’s enterprise.

Your responsibilities
- Managing the performance of the Service Desk team, ensuring that all contractual service levels are met
- Responsible for the management, escalation and resolution of all incidents, problems and Service requests reported to the Service Desk which may involve coordinating with other technical teams, and from external partners/suppliers.
- Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
- To take responsibility to produce, implement, maintain and take ownership for all the policies, long term plans and strategies relating to ITIL Service Desk Management
- First point of escalation for the IT service Desk
- Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
- Performance management of the service desk agents, coaching and development of the individual team members
- Develop and maintain professional credible relationships with key stakeholders (IT and the business), including relevant third parties and strategic suppliers

Your profile
- 3-5 years of experience in enterprise support environment
- Prior experience in managing an IT service desk or other technical teams
- Customer handling skills and diplomacy to manage customer escalations, the marketing of the department and take responsibility for customer satisfaction surveys
- Excellent organizational skills, demonstrable experience in managing projects to deadline
- Demonstrable experience in people management, coaching and development
- Excellent Written and verbal communication skills in English

We offer
- Permanent contract
- Performance bonus
- Meal vouchers
- Language courses
- Competitive salary
- 5th week of leave ¨
- Option to work from home
- Modern offices in the center of Brno
- Professional training provided by experts for eligible employees - Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc.

Informační technologie, počítačové programování, webové portály

Mezinárodní společnost v Brně.